Blog

Now available in 122 countries and 17 languages, HRM delivers faster, more seamless customer support across borders

 

Samsung Electronics Co., Ltd is expanding it Home Appliances Remote Management (HRM) service globally, enhancing the remote diagnostic and troubleshooting experience for smart appliances users around the world. The service is now active across 122 countries including Canada with support for 17 languages, enabling seamless support for a wide global customer base.

 

HRM is a service that connects SmartThings-connected appliances to Samsung’s service network, maintaining a continuous record of device conditions and enabling real-time monitoring through the service center.

 

 

“Samsung’s HRM service exemplifies our commitment to proactive, smart customer care,” said Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team, Digital Appliance (DA) Business at Samsung Electronics. “Thanks to the combination of seamless connectivity and real-time insights, this service helps to reduce complexity for our customers, ultimately enhancing their overall satisfaction.”

 

Enhancing Service for Screen Appliances

In line with the expansion of screen-equipped appliances like Bespoke refrigerators and washing machines, Samsung has also introduced a screen-sharing feature to enhance diagnostic capabilities. For various screens of 7”, 9”, and Family Hubs, its users can share their device screens in real time with service centre advisors, allowing diagnosis of display-related issues, app malfunctions or multimedia playback problems.

 

Immediate Solutions and Reduced Service Visits through Remote Assistance

Samsung’s HRM service improves a new avenue for customer care by enabling real-time remote solutions for simple product issues that previously required in-home technician visits. For instance, for a customer that reported that the washing machine’s buttons were not responding, the advisor was able to diagnose through the HRM system that the Child Lock setting was active. With simple guidance on how to disable the setting, the problem was solved instantly without a technician’s visit. In another case where a customer reported condensation on the refrigerator door, with user consent, the advisor was able to remotely turn on the internal heater, which effectively eliminated the moisture.

 

In cases when an on-site visit is ultimately necessary, HRM improves the experience by allowing technicians to review detailed diagnostic data in advance. They are able to arrive at the site prepared, potentially reducing repeat visits and repair times.

 

Growing Adoption and User Satisfaction

With the continued expansion of customer support solutions like HRM, Samsung is realizing convenient and efficient ways to care for home appliances – reducing downtime, enhancing the user experience and setting new standards for global service. As HRM reaches more countries, languages and product categories, Samsung remains committed to delivering smarter, more connected care for the homes of the future.

 

 

 

 

HRM is supported on SmartThings-enabled models released after 2019. Must download the SmartThings app available on Android and iOS devices. A Wi-Fi connection and a Samsung account are required.

In Korea, HRM supports refrigerators, washing machines, dryers, air conditioners, vacuum cleaners, and dishwashers. In Canada, HRM supports refrigerators and washing machines.

This article first appeared on GuruFocus.

Levi Strauss & Co. (LEVI, Financials) shares fell almost 7% in premarket trade on Friday.The denim maker said that new tariffs would affect fourth-quarter margins, even as it raised its full-year profit outlook.

The San Francisco-based garment manufacturer said that higher import costs from places like Bangladesh, Cambodia, and Pakistan, which have high tariffs under current U.S. trade policies, will cut gross margins by 130 basis points.

The estimate shows how changing U.S. trade regulations could affect global supply chains, especially for retailers who do a lot of business in places that don’t have free trade. Levi’s said it got around 70% of their holiday stock early and hiked some prices to make up for the tariff hit.

Investors were more worried about the impact on margins, even while sales were going up and younger buyers were still buying baggy and loose-fitting clothes. Barclays analysts called the outlook cautious, while Morgan Stanley said the guidance meant that the holiday quarter will be weaker since it would be harder to compare to the same quarter last year.

Levi’s stock has gone up approximately 40% this year because they have better control over their inventories and more full-price sales. Its forward price-to-earnings ratio is about 17, which is lower than Ralph Lauren’s 20.6 and higher than American Eagle Outfitters’ 11.4.

The company’s next big test will be how it deals with tariffs throughout the holiday season while keeping prices high and demand strong.

PA Media